The dimensions of accounting service quality

Azzari, Vitor; Mainardes, Emerson Wagner; Beiruth, Aziz Xavier; Costa, Fábio Moraes da

doi:10.1007/s43546-021-00107-z

Cited by 7 publications

(12 citation statements)

References 52 publications

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“…According to [18] there are six dimensions in measuring quality of service, namely: (1) Advisor's view. The advisory position may be a key aspect for the survival of the accounting career.…”

Section: Dimensions Of Service Qualitymentioning

confidence: 99%

“…Efficiency is defined as the ability of accountants to be in a position, productive, and able to meet cut off dates without error [18]. According to [21], there's a primary recognition on assembly the simple needs of the provider, namely delivering something that has been agreed upon between the parties through a contract.…”

Section: Efficiencymentioning

confidence: 99%

“…Communication communication exchange is characterized through the change of statistics among the parties and a clear and goal alignment of the offerings provided. This size additionally highlights sensible elements, which includes the communicaton exchange channels that are gift throughout provider shipping and summary factors, such as the significance of offerings and relationships to make customers feel happy [18]. Good service response and responsiveness can increase customer satisfaction for the services that have been carried out.…”

Section: Efficiencymentioning

confidence: 99%

“…As some distance as the researcher's expertise, there is no studies that discusses the dimensions of accounting service quality on customer satisfaction of public accounting firms. Therefore, this research was carried out by taking the size of measuring the great of accounting service expressed by [18] namely: advisory views, ability, efficiency, communication, technological innovation, and trust. This research is important because there was no studies on accounting quality of service on customer satisfaction using the dimensions of [18].…”

Section: Introductionmentioning

confidence: 99%

“…Therefore, this research was carried out by taking the size of measuring the great of accounting service expressed by [18] namely: advisory views, ability, efficiency, communication, technological innovation, and trust. This research is important because there was no studies on accounting quality of service on customer satisfaction using the dimensions of [18].…”

Section: Introductionmentioning

confidence: 99%

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Accounting Service Quality On Customer Satisfaction Of Public Accounting Firms

Cahyono¹,

Putri²

2022

Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwoker

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This study aims to examine the effect of e-service quality on customer satisfaction of public accounting firms. This research was carried out on clients of public accounting firms, namely Muhammadiyah and Aisyiyah universities spread throughout Indonesia using number one information received from questionnaires. The approach of figuring out the sample is purposive sampling and acquired 43 answers. There are 36 questionnaires that can be used. Data analysis using SPSS through multiple linear regression techniques. The results showed that e-service quality related to advisory views, ability, efficiency, communication, technological innovation and trust had a positive effect on customer satisfaction of public accounting firms. This shows that public accounting firm customer satisfaction is not only influenced by tangibility, reliability, empathy, level of assurance and responsiveness, but is also influenced by advisory views, ability, efficiency, communication, technological innovation and trust.

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Section: Dimensions Of Service Qualitymentioning

confidence: 99%

Section: Efficiencymentioning

confidence: 99%

Section: Efficiencymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Accounting Service Quality On Customer Satisfaction Of Public Accounting Firms

Cahyono¹,

Putri²

2022

Proceedings of the 3rd International Conference of Business, Accounting, and Economics, ICBAE 2022, 10-11 August 2022, Purwoker

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An empirical taxonomy of Knowledge-Intensive Business Services buyers: An Absorptive Capacity approach

Teixeira

Suzin

Pacheco

et al. 2023

Industrial Marketing Management

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Quality perception of accounting firm customers

Mainardes

Sousa

2022

IJQSS

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Purpose This study aims to verify the dimensions of perceived quality of services which influence the satisfaction of accounting firm clients and verifies whether customer satisfaction influences loyalty and word-of-mouth recommendations. Design/methodology/approach A model is proposed and tested using a survey of 292 accounting firm clients; structural equation modeling and partial least squares are used for data analysis. Findings The constructs of internal policies, personal relationships and trust influence the satisfaction of accounting firm clients which directly influences word-of-mouth recommendations and customer loyalty; however, the constructs of physical aspects and problem solving have no influence on satisfaction. Research limitations/implications The main contribution to the accounting field is an identification of the aspects in which firms should invest to deliver quality to clients. The development of internal policies, personal relationships and trust can lead to more satisfied clients, resulting in loyalty and word-of-mouth recommendations. These are novel results within the literature and can guide accounting firms toward better performance. Originality/value This study is justified by the fact that accounting firms must adapt to the new environment and the new requirements of the accounting field and look for solutions that follow the progress of financial and managerial accounting, primarily with regard to service quality, satisfaction, loyalty and word-of-mouth recommendations. We also introduce a new scale to reveal novelties which cannot be observed using traditional service quality scales. This is another important contribution to the quality of accounting services.

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The dimensions of accounting service quality

Cited by 7 publications

References 52 publications

Accounting Service Quality On Customer Satisfaction Of Public Accounting Firms

Accounting Service Quality On Customer Satisfaction Of Public Accounting Firms

An empirical taxonomy of Knowledge-Intensive Business Services buyers: An Absorptive Capacity approach

Quality perception of accounting firm customers

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